Administration Guide
for Cisco Unified Contact Center Management Portal
Release 11.6
June 2017
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Contents
Administration Guide for Cisco Unified Contact Center Management Portal
June 2017
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Contents
Contents ................................................................................................................. i
Preface .................................................................................................................. v
Purpose .......................................................................................................... v
Audience ......................................................................................................... v
Organization ................................................................................................... v
Related Documentation ............................................................................... vi
Product Naming Conventions ..................................................................... vi
Conventions ................................................................................................. vii
Obtaining Documentation and Submitting a Service Request .............. viii
Field Alerts and Field Notices ................................................................... viii
Documentation Feedback .......................................................................... viii
Unified CCMP Overview ...................................................................................... 9
Operational Overview .................................................................................... 9
Basic Administration Tasks .............................................................................. 10
Configuration of Unified CCMP Security .................................................. 10
First Steps for Host Administrators .......................................................... 11
Configuring Imported Resource Data ............................................. 11
Equipment Mapping .................................................................. 11
Automatic Resource Movement ............................................... 11
Shared Remote Resources ...................................................... 12
Creating a Tenant Administrator ..................................................... 12
Assigning Administrator Privileges ........................................... 13
Using the Agent Password Reset Utility ................................................... 13
To change a password .................................................................... 14
Password Complexity Rules ........................................................... 14
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Unified CCE Password Compliancy ................................................ 14
System Architecture .......................................................................................... 15
Web Application .......................................................................................... 16
Application Server ....................................................................................... 16
Identity Server .............................................................................................. 16
Data Import Server ...................................................................................... 16
Provisioning Server ..................................................................................... 16
High Availability ........................................................................................... 17
Application Server to Database Connections ................................. 17
Database Server Component Failover ............................................ 18
Remote Resource Provisioning ........................................................................ 19
System Management ................................................................................... 19
Remote Resource States ............................................................................ 19
State Descriptions ........................................................................... 20
Pending Active .......................................................................... 21
Ready ....................................................................................... 21
Error .......................................................................................... 21
Delete Pending ......................................................................... 21
Deleted ..................................................................................... 22
User Interface .................................................................................. 22
Database Codes ............................................................................. 22
Memberships ................................................................................... 23
State Machine Scenarios ................................................................ 23
Provisioning Non-CCE Peripheral Types .................................................. 24
Unified CCE Purge Logic ............................................................................ 25
Mobile Agent Support ................................................................................. 26
About Mobile Agents ....................................................................... 26
Configuring Mobile Agent Support in Unified CCE ......................... 26
Configuring Mobile Agents .............................................................. 26
About Configuring Mobile Agents ............................................. 26
Configuring the Agent Desk Settings for Mobile Agents .......... 27
Configuring CTI Ports and Device Targets for Mobile Agents . 27
Partitioned Internet Script Editor ............................................................... 28
About the Partitioned Internet Script Editor .................................... 28
Configuring ISE Integration with Unified CCMP ............................. 28
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About the Configuration Steps .................................................. 28
Configuring Internet Script Editor to use Unified CCMP Security Partitioning
.................................................................................................. 28
Creating a Linked Unified CCE and Unified CCMP User ......... 29
Supported Objects .......................................................................... 31
Troubleshooting ISE Integration with Unified CCMP ...................... 33
Error Reporting ......................................................................... 33
Error when starting ISE ............................................................ 33
Failed to connect to Authorization Server................................. 33
Unable to see required resources ............................................ 37
Auditing and Monitoring .................................................................................... 39
Audit Histories ............................................................................................. 39
Resource Audit History ................................................................... 39
Activity Monitor ................................................................................ 39
Logging ......................................................................................................... 39
Logging Levels ................................................................................ 39
Log File Locations ........................................................................... 40
Performance Counters ................................................................................ 41
Unified CCMP Data Pipeline Object ............................................... 42
Unified CCMP Application Server Object ....................................... 42
Unified CCMP Provisioning Object ................................................. 43
Unified CCMP <Service Type> Connection Health Object ............. 44
Unified CCMP <Service Type> Connection Requests ................... 44
Configuring SNMP Traps ............................................................................ 44
Enable the Windows SNMP Feature .............................................. 44
Configure the SNMP Service for Trap Forwarding ......................... 45
Configure Windows Events to forward to SNMP ............................ 45
Standard Administrative Operations ............................................................... 47
Service Restart Configuration .................................................................... 47
Resetting Default Database Connections ................................................. 47
Connection Updater Features ......................................................... 48
Connection Updater Usage ............................................................. 49
Testing Connections ................................................................. 50
Restart Services ....................................................................... 50
Actions After Upgrading Unified CCE ....................................................... 50
User Migration Tool .................................................................. 51
Advanced Administrative Operations .............................................................. 52
Enabling and Disabling Cluster Configuration Components ................. 52
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Database Backup and Recovery ................................................................ 53
Troubleshooting ................................................................................................. 54
DBCheck ....................................................................................................... 54
Overview ......................................................................................... 54
Architectural Background ................................................................ 55
Installation ....................................................................................... 55
Configuration ................................................................................... 55
Running DBCheck ........................................................................... 57
Logging and Error Reporting ........................................................... 59
Reviewing Logs ............................................................................... 59
Troubleshooting DBCheck .............................................................. 59
Unified System CLI ...................................................................................... 60
About Unified System CLI ............................................................... 60
Installing Unified System CLI .......................................................... 60
Starting Unified System CLI ............................................................ 60
Getting Help .................................................................................... 60
Unified System CLI Command Reference ...................................... 61
General Troubleshooting ............................................................................ 63
Delays in Importing Agent Changes ............................................... 63
Web Portal Timing Dialogs ............................................................. 63
Installing the UCCE Config Web Service Certificate ...................... 63
Installing the Security Certificate in the User Certificate Store . 64
Installing the Security Certificate in the Computer Certificate Store 65
Installing the Security Certificate for ICE Users ....................... 66
Unable to Associate Domain User Account with a Supervisor ....... 66
Preface
Purpose
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Preface
Purpose This document explains how to administer and provision the Unified Contact Center
Management Portal (Unified CCMP) platform.
Audience This document is intended for all users of Unified CCMP, from high-level
administrators to team supervisors. The reader needs no technical understanding
beyond a basic knowledge of how to use computers.
Organization
The sections of this guide are as follows:
Chapter 1 Unified CCMP Overview This chapter provides a general
overview of Unified CCMP
Chapter 2 Basic Administration Tasks This chapter explains the basic
principles behind the day-to-day
administration tasks required for unified
CCMP.
Chapter 3 System Architecture This chapter gives an overview of the
Unified CCMP system architecture
Chapter 4 Remote Resource Provisioning This chapter explains how remote
resources are provisioned by Unified
CCMP.
Chapter 5 Auditing and Monitoring This chapter describes the auditing and
monitoring features in Unified CCMP.
Chapter 6 Standard Administrative Operations This chapter describes standard
administration operations.
Chapter 7 Advanced Administrative
Operations This chapter describes some advanced
administration operations.
Chapter 8 Troubleshooting This chapter provides some
troubleshooting advice.
Preface
Related Documentation
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Related Documentation
Documentation for Cisco Unified ICM/Contact Center Enterprise & Hosted, as well
as related documentation, is accessible from Cisco.com at:
http://www.cisco.com/cisco/web/psa/default.html.
• Related documentation includes the documentation sets for Cisco CTI Object
Server (CTIOS), Cisco Agent Desktop (CAD), Cisco Agent Desktop - Browser
Edition (CAD-BE), Cisco Unified Contact Center Domain Manager, Cisco
Unified Customer Voice Portal (CVP),Cisco Unified IP IVR, Cisco Unified
Intelligence Center, and Cisco Support Tools.
• For documentation for these Cisco Unified Contact Center products, go to
http://www.cisco.com/cisco/web/psa/default.html, click Voice and Unified
Communications, then click Customer Contact, then click Cisco Unified
Contact Center Products or Cisco Unified Voice Self-Service Products, then
click the product/option you are interested in.
• For troubleshooting tips for these Cisco Unified Contact Center products, go to
http://docwiki.cisco.com/wiki/Category:Troubleshooting, then click the
product/option you are interested in.
• Documentation for Cisco Unified Communications Manager is accessible from:
http://www.cisco.com/cisco/web/psa/default.html.
• Technical Support documentation and tools are accessible from:
http://www.cisco.com/en/US/support/index.html.
• The Product Alert tool is accessible from (sign in required):
http://www.cisco.com/cgi-bin/Support/FieldNoticeTool/field-notice.
• For information on the Cisco software support methodology, refer to Software
Release and Support Methodology: ICM/IPCC available at (sign in required):
http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1844/prod_bulletin
s_list.html.
For a detailed list of language localizations, refer to the Cisco Unified ICM/Contact
Center Product and System Localization Matrix available at the bottom of the
following page:
http://www.cisco.com/en/US/products/sw/custcosw/ps1001/prod_technical_reference
_list.html.
Product Naming Conventions
In this release, the product names defined in the table below have changed. The New
Name (long version) is reserved for the first instance of that product name and in all
headings. The New Name (short version) is used for subsequent instances of the
product name.
Note This document uses the naming conventions provided in each GUI, which
means that in some cases the old product name is in use.
Preface
Conventions
Administration Guide for Cisco Unified Contact Center Management Portal
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Old Product Name New Name (long version) New Name (short version)
Cisco IPCC Enterprise
Edition
Cisco Unified Contact Center
Enterprise
Unified CCE
Cisco IPCC Hosted Edition Cisco Unified Contact Center
Hosted
Unified CCH
Cisco Intelligent Contact
Management (ICM)
Enterprise Edition
Cisco Unified Intelligent
Contact Management (ICM)
Enterprise
Unified ICM
Cisco Intelligent Contact
Management (ICM) Hosted
Edition
Cisco Unified Intelligent
Contact Management (ICM)
Hosted
Cisco CallManager/Cisco
Unified CallManager
Cisco Unified Communications
Manager
Unified CM
Conventions
This document uses the following conventions:
Convention Description
boldface font Boldface font is used to indicate commands, such as entries, keys, buttons,
folders and submenu names. For example:
• Choose Edit > Find
• Click Finish
italic font Italic font is used to indicate the following:
• To introduce a new term; for example: A skill group is a collection of
agents who share similar skills
• For emphasis; for example: Do not use the numerical naming
convention
• A syntax value that the user must replace; for example: IF (condition,
true-value, false-value)
• A book title; for example: Refer to the User Guide for Cisco Unified
Contact Center Domain Manager
window font Window font, such as Courier, is used for the following:
• Text as it appears in code or that the window displays; for example:
<html><title>Cisco Systems, Inc. </title></html>
< > Angle brackets are used to indicate the following:
• For arguments where the context does not allow italic, such as ASCII
output
Preface
Obtaining Documentation and Submitting a Service Request
Administration Guide for Cisco Unified Contact Center Management Portal
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• A character string that the user enters but that does not appear on the
window, such as a password
Obtaining Documentation and Submitting a Service Request
For information on obtaining documentation, using the Cisco Bug Search Tool
(BST), submitting a service request, and gathering additional information, see What's
New in Cisco Product Documentation, at:
http://www.cisco.com/c/en/us/td/docs/general/whatsnew/whatsnew.html.
Subscribe to What's New in Cisco Product Documentation, which lists all new and
revised Cisco technical documentation as an RSS feed and delivers content directly
to your desktop using a reader application. The RSS feeds are a free service.
Field Alerts and Field Notices
Cisco products may be modified or key processes may be determined to be
important. These are announced through use of the Cisco Field Alerts and Cisco
Field Notices. You can register to receive Field Alerts and Field Notices through the
Product Alert Tool on Cisco.com. This tool enables you to create a profile to receive
announcements by selecting all products of interest.
Log into www.cisco.com and then access the tool at
http://www.cisco.com/cisco/support/notifications.html
Documentation Feedback
To provide comments about this document, send an email message to the following
address: contactcenterproducts_d[email protected]om
We appreciate your comments.
2BUnified CCMP Overview
19BOperational Overview
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Unified CCMP Overview
Operational Overview
The Unified Contact Center Domain Manager (Unified CCMP) is a suite of server
components that simplify the operations and procedures for performing basic
administrative functions such as managing agents and equipment
Unified CCMP consists of the following components:
• The Database Server component holds information about all the resources (such
as agents and dialed numbers) and actions (such as phone calls and agent state
changes) within the system.
• The Application Server component manages security and resilience, enabling
one side of a dual-sided Unified CCMP to use the other side’s servers if one of
the servers or connections fails.
• The Identity Server component provides a lightweight authentication service
that includes Local, Windows, and ADFS authentication.
• The Web Server component provides the user interface that enables users to
perform resource management and administrative tasks.
• The Data Import Server component imports resources (for example Agents,
Skill Groups) into the Unified CCMP Database and synchronizes changes made
to those resources outside of the Unified CCMP environment.
• The Provisioning Server component provides the mechanism to commit
resource changes made by Unified CCMP users to back-end contact center
systems, for example the Cisco Unified Contact Center Platform.
These components are normally installed on more than one machine.
3BBasic Administration Tasks
20BConfiguration of Unified CCMP Security
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Basic Administration Tasks
Unified CCMP is a browser-based management application designed for use by
contact center/system administrators, business users and supervisors. The Host
Administrator user is created when the application is installed. This user does not
manage the Unified CCMP application on a day-to-day basis, but will set up tenant
administrator users to do so for each configured tenant in the system.
Configuration of Unified CCMP Security
The Unified CCMP web application has a typically small number of different user
types:
• Host Administrator is responsible for the whole platform and therefore has a
view across all the equipment and resources
• Tenant Administrator is responsible for the slice of the system assigned to the
tenant by the host administrator
• Tenant User has access only to the resources and tools assigned by the tenant
administrator. Several sub-classes of tenant user may be created by the tenant
administrator using user groups and roles to achieve their business requirements.
• Supervisor User has access to one or more Agent Teams that they supervise in
the contact center. They will have permissions to create Agents and assign them
to Teams and Skill Groups
On a new system the Host and Tenant Administrators perform their respective tasks
before the Tenant and Supervisor users are given access to the system.
A host administrator is responsible for global platform security management, whereas
a tenant admin will be responsible for security management of only the resources in
their domain. Security management can be thought of as the process of determining
which users can perform which actions in which folders.
This involves creating and managing the following entities:
• Folders. The security system used by Unified CCMP is based on a hierarchical
folder structure where child folders may inherit permissions from their parent.
This means that the folder hierarchy should ideally be designed with security
requirements in mind.
• Users and Groups. Users can be assigned to groups of users with the same
security permissions. A number of predefined groups with commonly required
permissions are provided.
• Roles and Tasks. Control the actions that can be performed within a folder. Each
task is an individual kind of action, such as browsing resources or managing
information notices. These tasks are collected together into roles. For example,
3BBasic Administration Tasks
21BFirst Steps for Host Administrators
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you could create an Auditor role that included the ability to manage audit reports,
browse audit reports, and browse resources, and then assign certain groups or
even individual users the permission to perform that role within certain folders.
For each role a user or group is assigned, they must also be assigned an equivalent
global role. Removing a global role removes that user’s ability to perform the
corresponding non
-global roles anywhere within the system, meaning it is possible to
remove permissions in a single click where necessary. The default groups have the
correct global permissions pre
-assigned.
Security is explained in more detail in the Security Management chapter of the User
Guide for Cisco Unified Contact Center Domain Manager.
First Steps for Host Administrators
The Host administrator is responsible for:
• Ensuring that the remote resources (such as Skill Groups, Agents and Call Types)
are correctly located in the tenant folder
• Creating a Tenant Administrator user for each tenant
• Adding them to the administrators group for the tenant and assigning any specific
roles
Configuring Imported Resource Data
After the initial data import, remote resources imported from Unified CCE and
Unified CM are associated with their respective tenants and will be automatically
stored in their associated folders.
Equipment Mapping
After installation the host administrator should configure the remote equipment
mappings for the system so that resources are placed in the appropriate segregated
tenant folders.
An equipment mapping provides a link between a folder in Unified CCMP and the
remote equipment, telling the Unified CCMP importer where resources should be
placed. To define an equipment mapping, use the Integrated Configuration
Environment (ICE) Cluster Configuration tool, Equipment Mapping tab.
For more information see Integrated Configuration Environment (ICE) for Cisco
Unified Cisco Unified Contact Center Domain Manager.
Automatic Resource Movement
Prefixes may be used to manage the automatic movement of remote resources to
associated folder locations.
3BBasic Administration Tasks
21BFirst Steps for Host Administrators
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To map a prefix to a tenant for the importing of Unified CCE or Unified CM data,
the user must have host administrator
privileges.
You can only map a prefix to a tenant folder. Any individual item moved to a folder
is then excluded from the prefix management import job to prevent it from being
automatically moved by the system.
Additional information on creating Prefixes is available in the User Guide for Cisco
Unified Contact Center Domain Manager.
Shared Remote Resources
Where multiple tenants share a Unified CCE or Unified CM then resources will be
put into the system unallocated folder. An administrator must then place these remote
resources into the appropriate tenant folder through either the Unified CCMP user
interface or through the use of Unified CCMP Prefix mappings. Related resource
items, such as IP Phones and their Directory Numbers or Agents and their associated
Person should be moved to the same folder.
Resources associated with more than one tenant, such as peripherals, media routing
domains and phone types should be placed in a folder that should be readable by
users from those tenants. More information on how to manage security in Unified
CCMP can be found in the User Guide for Cisco Unified Contact Center Domain
Manager.
Creating a Tenant Administrator
1. Click Tools link at the top right of the web page to display the Tools page.
2. In the Security Manager section, click User Manager.
3. Click Users tab to access the User Browser page.
4. Select the tenant folder and click New.
5. Fill in the following fields:
• User Name field enter the name as it will appear in the system for the new
user
• Password field enter the password for the new user
• Confirm Password field re-enter the selected password
• First Name and Last Name fields enter the user's details
• Email field enter the email address of the new user
• Description field enter any explanatory text, if required
6. Select Advanced Mode check box and any of the following check boxes if
applicable:
3BBasic Administration Tasks
22BUsing the Agent Password Reset Utility
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• Enabled check box to ensure that the user is live in the system. If cleared the
new user exists in the system, and so can be granted security permissions, but
cannot log in
• User must change password at next Logon check box to prompt the new
user to change their password after their first login
• Password Never Expires check box to assign the password to the new user
indefinitely
• User cannot change password check box to prevent the new user from
being able to change their password
Only the User Name, Password and Confirm Password fields are required.
7. Click OK.
Assigning Administrator Privileges
Now you must give the tenant administrator the permissions necessary to manage the
system. This is done by assigning the new user to the administration group that was
automatically created when you created the tenant.
1. In the User Manager, click Administrator User to display the Edit User page.
2. Click Groups tab.
All users created are automatically assigned to the group Eve
ryone.
3. Select Advanced Users. The user’s permissions are automatically updated so
that they can manage users, folders, information notices and folder security
within the tenant folder.
It is possible to create your own groups with custom permissions, o
r to grant specific
permissions to individual users. See the Security Management section of the
User
Guide for Cisco Unified Contact Center
Domain Manager for details.
Using the Agent Password Reset Utility
Cisco Unified CCMP provides a Change Your Agent Password utility from which
agents can change their own passwords.
This page is reached by navigating to the URL: https://<CCMP
Server>/Portal/agent_manage_password.aspx. You do not need to have a Portal
user account to use the Change Your Agent Password page.
3BBasic Administration Tasks
22BUsing the Agent Password Reset Utility
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To change a password
1. Enter the Agent Username. This is the login name that you use to log into the
peripheral.
2. Enter the Agent’s current password.
3. Enter your new password for the Agent, and confirm.]
You cannot change a password for an Agent using SSO.
Password changes are subject to a small time delay while they are committed to
Cisco Unified
CCE.
Password Complexity Rules
Passwords for agents must conform to the password complexity rules defined in the
Cisco Unified CCMP.
The following settings can be configured:
• Password Format.
• Minimum Password Length.
• Maximum Password Length.
For more information about changing the password complexity rules in Cisco Unified
CCMP, please refer to the section on Security Settings located in the User Guide for
Cisco Unified Communications Domain Manager.
Unified CCE Password Compliancy
When using the resource management functionality of Unified CCMP to configure
Agent and Person entries Unified CCMP will prompt the end user for the entry of
logon credentials that agents will use to logon to their equipment.
Minimum length rules applied in Unified CCE will be honored through the Unified
CCMP Web User Interface to ensure that agents created/edited within Unified CCMP
may logon to their equipment with no further change.
Unified CCE provides the ability to set the minimum password length by accessing
the System Information section of Configuration Manager on the AW.
4BSystem Architecture
22BUsing the Agent Password Reset Utility
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System Architecture
The Unified CCMP system architecture is shown below. The top half of the diagram
is a traditional three-tier application. This includes a presentation layer (an ASP.NET
web application), a business logic application server, and a SQL Server database. The
lower half of the system architecture is a process orchestration and systems
integration layer called the Data Import Server and the Provisioning Server,
provisioning a connection to Unified Communications Manager (Unified CM) and
Unified CCE. Web Application
Figure 3-1 Unified CCMP Architecture
4BSystem Architecture
23BWeb Application
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Web Application
The user interface to Unified CCMP is by a web application that is accessed by a web
browser (Microsoft Internet Explorer). Access is gained through a secure login
screen. Every user has a unique user name. This user name is assigned privileges by
the system administrator, which defines the system functions the user can access and
perform.
The web application is hosted on the server by Microsoft Internet Information
Services (IIS).
Application Server
The Unified CCMP Application Server component provides a secure layer in which
all business logic is implemented. The application server component runs in a
separate service and is always hosted with the web server component. The
application server component also includes caching to improve performance and
audits all actions taken by logged in users.
Identity Server
The Unified CCMP Identity Server component provides a two factor identification
system that allows implementation of single sign-on, and access control. The
lightweight authentication service includes Local, Windows, and ADFS
authentication. Users can have mixed authentication modes, which define how a user
can access the system.
Data Import Server
The Data Import Server component is an Extract, Transform and Load application
for Unified CCMP. The Data Import Server component imports the data used in
Unified CCMP.
The Microflow Runtime is the heart of the Data Import Server component. It
orchestrates systems without resorting to low level programming languages. The
Microflow Runtime is a general purpose scripting environment and can be applied to
a wide range of problems. The term microflow describes any modular, reusable and
independent unit of business logic. An example microflow might update an agent on
the Cisco Unified CCE platform when changes are made through Unified CCMP web
server component.
Provisioning Server
The Provisioning Server component is also responsible for monitoring changes in
the Unified CCMP system and ensuring that those changes are updated onto Unified
CCE. The provisioning server component orchestrates the creation, deletion and
update of resources to Unified CCE and Unified CM.
4BSystem Architecture
28BHigh Availability
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The Unified CCMP Provisioning Service utilizes the Unified CCE ConAPI interface
to commit changes to the Unified CCE.
Provisioning changes are managed via periodic cycles performed by the provisioning
server. After a change has been committed by the ConAPI interface the Provisioning
Server will wait a configurable period of time (5 seconds by default), before moving
onto the next operation. This configurable throttle reduces the possibility of
overloading Unified CCE during busy times.
The provisioning characteristics of this service are as follows:
• For Agent > Skill Group relationships, the provisioning server will batch together
up to 100 requested operations into one request executed every provisioning
cycle.
• For all other items (for example Agents, Agent Teams and so on), all items and
relationships are treated as separate provisioning operation. These are executed
one by one honoring the configured provisioning throttle between operation
executions.
• By default this would mean that the creation of an Agent that is linked to one
Agent Team and two Skill Groups would create the following provisioning
operations:
• Agent Creations
• Agent to Agent Team relationship
• Bulk Agent to Skill Group relationship
High Availability
The Unified CCMP software provides a high-availability deployment option to
ensure that in the event of failure the system will remain operational and able to
support end user requests.
The high availability model is implemented across all components in the system.
Some components provide an automated failover and others require manual
intervention to restore operation.
The Unified CCMP High Availability model is an Active – Active model, where all
Unified CCMP and dependent services should be active and running under standard
operation.
Application Server to Database Connections
In a high availability deployment, there are two Database Servers. These database
servers have their information replicated using SQL Server Transactional
Replication. If a failure occurs on one side of the system then all data up to the point
of failure will have been replicated on the other database server.
The Application Servers test the databases periodically to identify health. If both
databases are healthy then the Application Server will connect to the local Database
Server. If one of the database health checks fails then the Application Server will
4BSystem Architecture
28BHigh Availability
Administration Guide for Cisco Unified Contact Center Management Portal
June 2017
18
automatically switch the connection to the other Database Server. There may be a
minor loss of service whilst the monitoring test and connection switch occurs, but the
Application Server will restore service to end users automatically once the next test is
performed.
Database Server Component Failover
The Database Server contains the Data Import Server and Provisioning Server
components of Unified CCMP. These components are essential to the standard
operation of Unified CCMP.
• The Data Import Server imports resources from the AW into the Unified CCMP
database.
• The Provisioning Server sends changes made in Unified CCMP (via the Web
Service APIs, or the web application) to Unified CCE.
Both the Data Import Server and the Provisioning Server monitor the connection to
the Unified CCE AW (or AWs) which they are configured to provision to. If one of
these tests fails, both services will automatically switch to perform import and
provisioning activity from the other side of Unified CCE.
Under normal operation, the Data Import Server and Provisioning Server will be
running on both sides of the Unified CCMP system. Both will maintain the required
connections to the AW which they then use for importing and provisioning. One side
of the Unified CCMP system will be marked as active and one side will be disabled.
This means that all provisioning and import activity is performed on only one of the
database servers.
To move provisioning and import activity to the other Database Server in a Unified
CCMP installation, use the Integrated Configuration Environment (ICE) Failover
Manager. For more information, see Integrated Configuration Environment (ICE) for
Cisco Unified Contact Center Domain Manager.
Only use the Unified CCMP Failover Manager to perform a planned manual failover,
for example to perform maint
enance on one of the servers. The service to be
switched must be running and fully operational on both servers, and the data must
have previously been synchronized between the servers. Do not use the Failover
Manager to switch between servers in a disaster
recovery scenario, for example if
one of the servers has failed or has corrupt data.
Provisioning and im
port activity must always be performed on the same server. This
is to avoid race conditions during high volume provisioning operations
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